A Closer Look at Customer-Centricity

Some of the key questions to ask yourself to determine areas of customer feedback to explore, according to Patterson, are:

Would your customers say you’re mobilized on their behalf?

How do you play a role in helping them with their supply chain?

Do you understand what value means to them?

Would customers think you develop new products and services with their needs in mind?

Do you see yourself in a relationship with your customers, or are they just people to sell to?

In the end, Patterson recommends firms look at customer-centricity through this lens: “Success at being customer-centric means focusing on targeting the right customers, providing a meaningful value proposition to them, delivering those products and services that fulfill that promise, and then performing against those promises.”